Disconnections

Have you ever noticed that technology can sometimes impede progress?  I recall back in the 80’s, when banks were first implementing their electronic marvels, that the queues seemed to be getting longer and moving slower. 

In foodservice we’ve computerized our equipment, added e-commerce, reservations on-line, IPad wine lists,  installed turbo-cookers, combi’s, and blast chillers, POS, and dupe printers, and we are still having the same old problems of getting the food out, at temperature, in a timely fashion.  What gives?

There’s a disconnect between the kitchen and the front of the house.  There’s a disconnect between the E&S specialist and the chef.  With all of the sundry modern means of communications available, we do little real communicating.

Good business (AKA “selling”) is simply finding out what somebody wants and helping them to get it.  Whether you’re a waitron or a DSR it’s all the same process, and it is noble.  In foodservice, and in the greater sphere of the hospitality industry, we are all engaged in satisfying our client’s needs.  That is why there’s no such term as “standard” in what we do.  We can no more shoe-horn a flight-type dishmachine into a luncheonette than can you expect to get chateaubriand at a bowling alley. 

Listening to our patrons is only the beginning; hearing what the other person is actually saying is the often neglected critical component.  Countless hours spent networking will be wasted if we haven’t fostered relationships with the folks that we’ve met.  People buy from people, as the sales adage goes.  We must embrace technology, but not for technology’s sake. 

Who among us hasn’t worked a tradeshow with attendees and vendors avoiding eye-contact?  Have you noticed any service staff hiding from and ignoring dining patrons?  Are you aware of any suppliers that assume that they know what you need before asking any questions and listening to the answers?  We can’t afford to hide behind our computer terminals, emailing and texting all day long.

Connecting with our clients, co-workers and suppliers is paramount.  Technology can greatly assist in (or hinder) the effort.  SocMed sites keep us in touch with those that are important to us.  POS systems can quickly communicate patron’s desires. Smart phones can rolodex everyone you’ve ever encountered.  The real challenge then is to create a meaningful dialogue with the folks that matter most in our lives. 

The restaurentrepreneur who reconnects the various players will reap the rewards.  The supplier who constantly learns from his clients will have his efforts pay dividends.

Connecting with people is what good hospitality is all about. Occasionally disconnecting from our electronic devices might be a good place to start.